Author: Sandra Radlovacki

Flipdish Turns the Phone Into a Profit Engine With Its New AI Agent

Restaurants know the phone can be both a lifeline and a bottleneck. Orders, questions, last-minute changes and customer requests all come through the same line. When staff are stretched, calls frequently go unanswered, and those missed moments translate directly into...

AI Is Resetting the Role of Research Inside Modern Organisations, Survey Reveals

Market research is entering a phase where influence inside organisations is no longer earned through tenure, experience, or process discipline. According to Qualtrics’ new 2026 Market Research Trends report, the real dividing line is whether teams have moved beyond basic...

What Happens When Insight Stops Sitting on a Shelf? Viasat Found Out

Behind Viasat’s gold win for Best Innovation in CX at the UK Customer Experience Awards 2025 is a simple but striking question: what happens when a company with thousands of insight reports finally unlocks all of them for every employee,...

AI Can Help Customers Shop but Flexible Payments Help Them Stay

Holiday shopping always reflects the mood of the moment, and this year that mood is split between curiosity and caution. Shoppers are leaning into technology in ways that would have seemed unlikely only a few seasons ago — asking AI for...

Meet the Winners of International Customer Experience Awards 2025

The International Customer Experience Awards 2025 delivered one of the most dynamic ceremonies in the programme’s history. Hundreds of CX leaders gathered to recognise work that didn’t just improve customer interactions, but completely transformed the way organisations think, operate and...

Amazon Accuses Perplexity’s AI of Shopping on Its Site Without Permission

Amazon’s legal threat against Perplexity AI has become the first major test of what happens when artificial intelligence starts handling the shopping experience for consumers. The tension erupted after Amazon sent a cease-and-desist letter accusing Perplexity’s Comet assistant of unauthorised automated...

The Case for Human Judgment in AI-Powered Customer Experience

Customer service leaders have spent years chasing automation as the answer to scale and cost pressures. Despite rapid advances in AI, the customer experience data tells a different story, one that shows where technology stops and human judgment must step...

Trust Decides Where Patients Go

Patients have changed from passive recipients of care to informed consumers making deliberate choices. According to Healthcare Consumer Experience 2025, Press Ganey’s latest report, the healthcare consumer experience has become a strategic discipline built on trust. People want safety, simplicity...

Medallia Helps Northumbrian Water Elevate Customer Experience for 4 Million Users

Northumbrian Water Group has partnered with Medallia on a project aiming to modernise how the utility company listens to, understands and serves its 4 million customers. Northumbrian Water provides supply and sewerage services to 2.7 million households in the North East...

New Report Reveals Why AI Isn’t Solving Retail Marketing Bottlenecks

Despite widespread adoption, marketers report that growing content demands are outpacing their ability to produce and distribute campaigns through AI. Does the issue lie in how companies are using AI or the technology itself? Typeface’s new Signal Report: Retail Edition finds...